Sr. Software Architect (NiCE CXone & Cognigy)

Job Title: Sr. Software Architect (NiCE CXone & Cognigy)

We're Concentrix . The intelligent transformation partner. Solution-focused.

Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future.

We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix ’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale.

You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

Concentrix is seeking a Sr. Software Architect (NiCE CXone & Cognigy) to lead the design, implementation, integration, and evolution of enterprise customer experience solutions. This is a senior customer-facing technical leadership role responsible for architecting and delivering scalable NiCE CXone and Cognigy solutions across complex enterprise environments.

The successful candidate will combine deep technical expertise with strong consulting, delivery, and problem-solving skills to help clients modernize their customer engagement platforms. You will work directly with clients, business stakeholders, architects, engineers, and delivery teams to translate business

into secure, scalable, AI-enabled customer experience solutions.

Solution Architecture & Technical Leadership Design scalable, secure, and high-performing solutions utilizing NiCE CXone, Cognigy, and related enterprise technologies. Lead architecture reviews and provide direction on critical technical decisions. Establish architecture standards, implementation patterns, and technical best practices.

Identify technical risks, dependencies, and opportunities across applications, integrations, infrastructure, and data platforms. Implementation & Delivery Lead end-to-end implementation of NiCE CXone and Cognigy solutions from discovery through production deployment. Design and oversee integrations with CRM, telephony, workforce engagement, AI, data, and enterprise platforms.

Troubleshoot and resolve complex platform, integration, and performance issues. Ensure solutions meet requirements for scalability, security, availability, maintainability, and supportability. Hands-On Development Configure and implement NiCE CXone platform capabilities.

Design, develop, and deploy Cognigy conversational AI applications, workflows, and integrations. Build reusable accelerators, integration patterns, and technical assets that improve delivery efficiency and consistency. Support testing, deployment, monitoring, and operational readiness activities.

Consulting & Collaboration Partner with clients and internal stakeholders to define solution strategies, technical roadmaps, and implementation plans. Partner with sales, solutioning, and delivery teams on client pursuits, technical workshops, architecture assessments, and implementation planning. Mentor architects, engineers, and technical consultants.

Contribute to technical estimates, solution design, and architecture discussions for strategic initiatives. Qualifications Required 10+ years of experience in customer experience technologies, CCaaS solution architecture, software engineering, systems integration, or enterprise technology delivery. Hands-on implementation experience with NiCE CXone.

Experience designing, implementing, or integrating conversational AI solutions, AI agents, virtual assistants, generative AI technologies, or enterprise automation platforms, including Cognigy or similar technologies. Strong understanding of APIs, integrations, CRM, workforce management, cloud platforms, security, and modern application architectures. Experience leading complex technical implementations and multi-disciplinary delivery teams.

Strong communication, consulting, and stakeholder management skills. Bachelor's degree in Computer Science, Information Technology, Software Engineering, Management Information Systems, or a related field, or an equivalent combination of education and experience. Strongly Preferred NICE CXone Certified Implementation Professional (CIP) certification or equivalent NICE implementation credentials.

NICE CXone implementation certifications in ACD/IVR, AI Routing, Digital Experience, Agent Embedded/Integrated, or related CXone modules. NICE Certified Implementation Engineer (NCIE) certifications in Interaction Analytics, Workforce Management, Quality Management, Performance Management, or related NICE solutions Cognigy Associate, Engineer, Conversation Design, or related Cognigy certifications. Experience with Amazon Connect, Genesys Cloud CX, Salesforce, Microsoft Dynamics, ServiceNow, or related customer en